Providing reliable emergency response for seniors requires more than just advanced devices—it requires seamless operations and accurate customer data. One leading provider of medical alert systems, offering 24/7 emergency support through push-button devices and automatic fall detection, partnered with our team to optimize and expand their Salesforce environment.
The goal was to better manage customer relationships, streamline operations, and integrate Salesforce with ChargeOver, their subscription billing platform.
The project focused on several key objectives:
Build a scalable integration between Salesforce and ChargeOver.
Implement custom automation to manage referral codes, customer relationships, and payment records.
Enable synchronization of accounts, subscriptions, and payment transactions.
Configure Pardot for marketing automation and improve lead handling.
The Problems
The client’s Salesforce environment faced multiple challenges that made these objectives difficult:
Complex Account Relationships. Mapping relationships between Person Accounts and Business Accounts was complicated by varying billing structures—self-payable vs. company-payable.
Data Structure Mismatches. Salesforce and ChargeOver use different data models, requiring careful mapping to maintain accurate synchronization.
Sync Reliability Issues. ChargeOver’s API limitations required a solution that could reliably handle data transfer without errors or duplication.
Custom Logic Needs. Managing referral tracking, account hierarchies, and subscription billing rules demanded advanced custom flows and Apex logic.
The Solution
To address these challenges, we implemented a full Salesforce integration and automation solution tailored to the client’s needs.
1. Custom Integration Development
Built Apex triggers and custom flows to enable real-time messaging between Salesforce and ChargeOver.
Created custom objects (e.g., Transaction__c) to mirror ChargeOver’s structure for invoices, payments, and subscriptions.
Designed a sync control mechanism to selectively prevent certain records from syncing, ensuring data integrity.
2. Referral Code Logic
Maintained data consistency between Leads, Contacts, and Accounts using referral codes.
Built reports and dashboards to visualize referral relationships and track performance.
Added validation rules to prevent incorrect record assignment and ensure accurate tracking.
3. Record Type & Data Mapping Enhancements
Introduced custom Record Types for Accounts (e.g., Self Payable, Company Payable).
Adapted layouts and automation logic to dynamically assign record types based on ChargeOver data.
Implemented fallback logic to handle edge cases with person accounts.
4. Marketing Automation Setup
Configured Pardot for email campaigns, audience segmentation, and lead syncing between platforms.
Streamlined lead nurturing and campaign effectiveness through automated workflows.
5. Ongoing Support & Testing
Conducted rigorous testing and debugging, collaborating with ChargeOver support to resolve API issues.
Maintained frequent communication via meetings and Slack to ensure smooth deployments.
Created internal documentation and instructional materials for transparency and handover readiness.
The Results
The project delivered measurable improvements across the client’s Salesforce environment:
Seamless Salesforce-ChargeOver Integration
Real-time sync for customers, subscriptions, invoices, and payment data eliminated manual work.
Reduced Errors and Improved Efficiency
Automation minimized sync-related mistakes and reduced administrative overhead.
Better Referral Tracking
Improved visibility helped the client identify and reward high-performing referral sources.
Enhanced Marketing Automation
Pardot configuration accelerated lead nurturing, enabling more effective campaigns.
Stronger Data Integrity
Custom automation simplified workflows and ensured accurate, consistent records across systems.
Technologies Used: Salesforce Sales Cloud, Apex (Triggers, Classes, Test Coverage), Salesforce Flows, Pardot, ChargeOver API, Custom Metadata & Objects
Key Takeaways
This case demonstrates the impact of strategic Salesforce integration and automation in a complex healthcare technology environment:
Connecting Salesforce with external platforms like ChargeOver can dramatically reduce manual work and errors.
Custom Apex logic, flows, and validation rules can maintain data integrity even across complex account structures.
Marketing automation integration enhances lead management and accelerates growth.
A well-documented, maintainable solution empowers internal teams to manage and scale processes confidently.
By unifying systems and automating key processes, the client not only improved operational efficiency but also created a better experience for both staff and customers, reinforcing their mission of reliable, 24/7 emergency support for seniors.
